BACK TALK SYSTEMS, INC.
14998 W. 6th Avenue, Suite E-500
Golden, CO USA 80904-5025
USA 1/800/937-3113
CANADA 1/800/461-0100
UNITED KINGDOM 44(0)1202-534-986
AUSTRALIA 1/800-800-963
www.backtalksystems.com
Team Tip #70
SCRIPTS (part 2) by Susan Hoy
THE INITIAL VISIT
In Team Tip 69, I gave scripts that will help potential patients
come to your office, at least for a consultation. I've found that once
new patients
enter our office, most will stay for care. The reason is simple...our
office is a patient magnet! I believe this with all my heart and so do
our staff
members. In fact, we are so proud of our office, we just can't
fathom any patient not wanting to stay for care. A sense of pride is
a great
beginning. The moment our patients open our door they are greeted
by a smiling face. Robbi, our front desk manager, takes her
responsibilities
very seriously. In fact, Dr. _________ and I are usually the last
ones to enter our office in the morning because our commutes are so
long.
Robbi is always at her post, giving us a big smile and a hearty
"good morning". I miss that greeting if Robbi is somewhere else
when we arrive. It
is a great beginning! Why would patients feel any differently? I can
promise you if your patients are greeted with a warm smile, and
with a sense
of sincerity, it will be the beginning of a great relationship
The new patient experience starts with the greeting. Robbi always
keeps a clipboard by her side that holds new patient forms, and a
sticky note
with the patient's name on it. Her greeting goes like this:
"Hello, you must be Mr. Smith. My name is Robbi. Welcome to our
office (we find it very effective when greeting a patient for the
first time, to
shake his or her hand). Please sign your name right here. First, I
will need a picture ID and your insurance card. If you'll take a seat in
the
reception room, we'll copy them and give them back to you in a few
minutes." When the cards are copied, I, as the office manager, will
personally introduce myself and welcome him to our office. We
make it a policy to request a picture ID. It proves that the person in
front of you
is actually the same person on the insurance card. Also, it helps us
identify the patient when we go over the patient file at our staff
meetings. A
picture of the new patient really helps us get to know the new
patient.
All requests of the new patient should be short and to the point.
Remember, when they arrive at your office, they feel anxious and out
of their
comfort zone. We must make them feel comfortable immediately
and tell him ahead of time exactly what to expect. Lead them all the
way so
they don't feel lost or confused. Robbi continues, "As you may have
expected, we have a few forms to fill out. They are all on this
clipboard.
Please fill them out entirely. You may sit in our reception room at
the desk, if you like. As soon as you are finished, please return them
to me." Be
aware of any on the part of the patient. "I forgot my glasses" could
possibly mean, "I "can't read." Help them through uncomfortable
situations.
Possibly they can't sit or can't stand because of pain. Patients who
are obviously distressed should be taken to a treatment room
immediately.
Do whatever it takes to make them comfortable and fill out the
forms for them. If you show a video on the first visit, remember that
when the
patient is in pain the video is ineffective! It will cause more
resentment than education. The point I am making is every patient
should be treated
as an individual. We are not running an assembly line. These are
good folks we're working with. Policies and procedures were meant
to be a
guide, not a hard rule!
When I return to the patient with their cards, I say, "Mr. Smith, my
name is Susan. I'm the office manager. Welcome to our office. Here
are your
cards. Do you have any questions? As soon as you are finished with
your paperwork, hand them to Robbi and we'll come and get you
immediately." It is a policy in our office to have one person hand
the new patient off to another. We have a patient advocate (me) who
leads
the patient through the office every step of the way.
When the patient hands the paperwork to Robbi, she says, "Thank
you. Just be seated for a moment and Susan will be right out to get
you."
Now the patient knows exactly what to do.
I say, "Mr. Smith, come with me. I'm going to take you to our
consultation room. Please sit in this chair right here." No direction
is too small. If
you show a video, it is important to present it properly. Most
patients don't want to take time for the video. Make it the doctor's
wishes. "While
we are making up your file. Dr. __________ asks that you view a
short video that will explain the benefits of chiropractic care and
what you
can expect today. Have you ever been to a chiropractor?" If the
patient says, "Yes", do not assume that his last chiropractor
educated him.
We have found that patient education is sadly lacking in most
offices. If the patient says he doesn't want to watch the video, use
the following
script. "It will take a few minutes to make up your file. You can
either watch it while we are doing that or you can just sit quietly
for a few
minutes, whatever you would like." Almost always, they opt to
watch it. If they still refuse, use the following script. "O.K., I'll let
Dr. ________
know and he'll be with you in a few minutes." It is always very
effective when the patient is not compliant to say, "I'll let the
doctor know", for no
other reason than that the doctor needs to know if the new patient
or existing patient does not follow through with recommended care
If anyone, other than the doctor, takes the patient's medical
history, the first video can be shown after the history taking. If this
is the case, the
video presentation should be as follows:
"Now that I have all your medical history, the doctor will want to
take some time to read it. While you are waiting, he asks that you
view this
short video that will explain the benefits of chiropractic care and
what you can expect today."
I like to "pre-frame" new patients. If they tell me they've never
seen a chiropractor, I say, "Well, you're in for a treat! Are you a
little anxious
about getting adjusted?" Allow them to verbalize their fears.
Almost all have some anxiety. Usually, they will address them to the
staff before
they will tell the doctor. If they tell you they are afraid to be
adjusted, tell them, "There are so many ways to adjust, and most are
extremely
gentle. Most patients are a little anxious at first, but once they
begin to see results, they love getting adjusted. Don't be afraid to
talk to the
doctor about your anxiety and he'll appreciate your honesty. He's
very easy to communicate with and very understanding. Trust me,
you won't
be any different than anyone else who begins care.
Dr.___________ is a wonderful chiropractor. You'll be in good hands.
Also, if your problem
turns out not to be a chiropractic problem, he will help you get to
the correct medical doctor. He has a great relationship with many
doctors. We
get referrals from them also." This usually will give new patients
confidence. They usually breathe a sigh of relief at this comment!
We set a timer to beep when the video is over. We can immediately
enter the room and rewind. This lets patients know how efficient we
are. By
the time our doctor enters the room, they are ready to give him
respect and you have paved the way.
Once the doctor gets the commitment of care from new patients,
he tells them what to expect next. "Susan will be in to go over your
insurance
coverage and what will be expected of you today. Then she will get
you ready for your exam. If you tell the patient up front, he will not
be
surprised when you tell him how much he will owe at the end of
the visit. If you want to have a good collection record, then you must
learn to
make collecting a priority. If patients tell you they did not expect
to pay today, you can work this out in advance, before treatment.
If this
happens, I immediately go to our staff member who booked the
appointment and ask if they advised the patient about payment.
There is a
check-off area on our new patient form for advice of payment, so
there should be no excuse. Our doctor does not discuss fees unless
the
patient specifically asks. He will usually refer them me. Most
doctors, when confronted with money issues, will give too much
away. The patient
should know right from the beginning that the doctor has a specific
job, patient care. Collections are handled by the office manager or by
the
staff. Dr. ___________ does not want to know who owes him
money because he doesn't want to create a problem that will affect
his care for
the patient.
Once the patient is advised of insurance and payment issues, I take
him to his changing room. "OK, Mr. Smith, let's get you ready for your
examination. Bring all of your things with you and follow me."
Always lead the patient. Take control. Offer to help. Remember that
he is probably
in pain. "This is your changing room. Dr. __________ asks that you
take off your jacket, shirt and tie, and your shoes and hang them up
here.
Everything will be safe here. Just step out of the room when you
are finished and I will be waiting for you." Of course, for our women
patients,
they receive a gown. Be very explicit with directions. "Mrs. Smith,
the doctor asks that you remove everything but your bra and panties.
You
may keep your pantyhose on if you wish. Please take your jewelry
off. All of your things will be safe in your changing room, but if you
feel more
comfortable bringing your purse with you, that's OK." If the patient
is getting an X-ray, she must also remove her bra. Obviously, you
each have
your own procedure for this. The point here is to tell the patient
exactly what to expect, in short, easy to remember commands. I
always tell our
women patients that I will be right back to get them. They usually
take more time and I don't want them to feel I am rushing them.
Them must be
led to the exam room with the following script. "This is our
examination room. You can be seated right over here. Dr.
_____________ is just
finishing up with another patient and will be with you in a few
minutes. In the meantime, possibly you would like to read this
informational
pamphlet about low back pain." This is a great educational tool.
They will learn something about their condition, and be able to ask
questions of
the doctor. Having a rack of different chiropractic problems is a
good thing to have in the exam room. Patients will identify other
problems that
the doctor might help with. They might even identify problems that
their family members or friends are suffering with. It is a great
referral tool,
AND IT IS A VERY NON-THREATENING WAY TO EDUCATE!
Having a CA present for the examination is a good idea, to record or
hand write the exam findings, and also for liability reasons. One can
never
be too careful! Patients come to you for all different reasons and
motives. They are very conditioned to make judgments, even if the
are
incorrect. It is always important to be as professional as possible.
Also, take modesty into consideration. Some men want patient
gowns too. Be careful not to have women and men passing each other
in the
hallway. Some men don't like to be viewed by women with their
shirts off. Women especially don't like to be seen in those "lovely"
patient
gowns. And if you don't want to be embarrassed by a man emerging
from his changing room with only his boxer shorts (Garfield
pattern), be very
sure he understands your instructions. Many women don't wear
panties under their pantyhose, so address the issue. "If you're not
wearing
underpants, just leave your panty hose on. If you're uncomfortable,
just leave your skirt or slacks on."
Identifying with any qualms that patients might have will put them
at ease and let them feel the caring, professional atmosphere of
your office.
You may order our new TEAM TRAINING AND PRACTICE MANAGEMENT
MANUAL package, from which this article is taken, by calling
800/937-3113 today.